Transactional email for banks and insurers:
A guide to Spotler SendPro
Send policy, claims, payment and security messages through one EU-hosted platform that logs every email and SMS individually. This guide explains how banks and insurers use Spotler SendPro to deliver regulated communication, and to prove it arrived.
What you’ll learn in this guide
- Why transactional email and SMS carry more weight in a bank or insurer than almost anywhere else
- How to bring policy administration, claims, core banking, billing, CRM and portal systems onto one governed sending layer
- How message-level logging, archiving and the audit log turn “did it arrive?” into a lookup
- How templates, flows and dynamic attachments keep notices and documents consistent across brands and labels
- How SendPro supports DORA, GDPR and supplier due diligence, and where its responsibility ends
- How webhooks and inbound processing feed delivery status and customer replies back into your own systems
1. What is Spotler SendPro?
Spotler SendPro is a transactional email and SMS platform for organisations that need critical messages delivered, and need to be able to show that they were. For banks and insurers, that covers the messages a customer relationship actually runs on: policy documents and renewal notices, claim updates, payment and direct-debit confirmations, statements, login codes and fraud alerts.
SendPro is the delivery and logging layer underneath those messages. Your systems decide what to send and when. SendPro delivers it on managed, EU-hosted infrastructure, records what happened to every individual message, and keeps that record available when a customer, a complaints handler, or an auditor asks.
SendPro is used by banks, insurers and mortgage lenders in the Netherlands and the UK.
2. What problem does Spotler SendPro solve for banks and insurers?
In most financial institutions, transactional mail grew one system at a time. Policy administration, claims, core banking, billing, CRM and the customer portal each send their own messages, often through different relays and sometimes through SMTP connections nobody actively manages. That leads to:
- No single view of what was sent, to whom, from which system, or when
- Application logs that stop at “handed to the mail server”, with no record of delivery, bounce or rejection
- Difficulty showing what a customer actually received when a complaint reaches the Financial Ombudsman Service in the UK or Kifid in the Netherlands
- SaaS suppliers and internal applications sending under the organisation’s domains without central authorisation
- Recurring vendor-review questions about where customer communication data is processed, and who can reach it
- Time-critical security and fraud alerts that depend on email alone
SendPro replaces that patchwork with one governed platform: every sending system connected as its own source, every message logged, and every record kept on EU infrastructure.
3. Who is Spotler SendPro intended for in banking and insurance?
Spotler SendPro is designed for financial institutions where transactional messages carry legal, regulatory or security weight, and where several systems send on the same domains.
The platform is particularly suitable for:
Retail and commercial banks
For account notifications, payment and direct-debit confirmations, statements, login codes and fraud alerts.
Insurers and pension providers
For policy documents, renewal notices, claim correspondence and premium reminders, often across several brands or labels.
Mortgage lenders and consumer credit providers
For application status updates, offer documents and regulatory notices where timing and proof of sending matter.
IT, security and compliance teams
That own sender domains, supplier governance and evidence production, and need one place to see and control what is sent on the organisation’s behalf.
Spotler SendPro is the right fit when you need a dedicated platform that separates regulated system communication from marketing mail, records every message individually, and supports both email and SMS from one environment. In short, when “we think it was sent” isn’t an acceptable answer.
4. Key use cases
Use case
Policy documents and renewal notices
Renewal notices, policy schedules and changes to terms are messages a customer may later dispute. The question is rarely whether you meant to send them.
Problem
The policy administration system sends renewal notices, but nobody can show which version a specific customer received, or whether it was delivered.
Solution
SendPro builds the notice from a central template, attaches the policy schedule as a PDF at the moment of sending, and archives each message with its full event timeline.
Result
A disputed renewal is answered with a lookup by policy number, not a reconstruction across systems.
Use case
Claims correspondence, in both directions
A claim is a conversation. What the customer sends back matters as much as what you send.
Problem
Customer replies and supporting documents land in shared mailboxes and are matched to claims by hand.
Solution
SendPro sends claim updates from the claims system and processes inbound replies and attachments, routing them back to the right claim or queue.
Result
Both sides of the correspondence are captured against the case, with less manual handling.
Use case
Payment and direct-debit confirmations
Payment messages are high in volume and low in tolerance for error. Customers notice when they arrive late, or not at all.
Problem
Billing and core banking systems send confirmations through separate relays, with no shared view of delivery or bounces.
Solution
Each system connects to SendPro as its own source. Bounces and failures are fed back to your systems via webhooks, so contact records stay accurate.
Result
Reliable confirmations, cleaner contact data and faster troubleshooting when something goes wrong.
Use case
Fraud, login and unusual-activity alerts (SMS and email)
Some messages are too urgent to wait for someone to check their inbox.
Problem
Security alerts and one-time codes sent by email alone are missed, or arrive too late to be useful.
Solution
Your fraud and authentication systems decide when to alert. SendPro sends the SMS and the email from the same API, so the alert reaches the customer’s phone immediately while the email provides a durable record.
Result
Faster delivery of time-critical security messages, with both channels in one audit trail.
Use case
Central sender domain governance
Banks and insurers work with many SaaS suppliers that send email under the organisation’s domains. Email is rarely those suppliers’ core competency.
Problem
Each supplier manages its own sending, so IT and Security can’t easily confirm which systems are authorised, or whether a suspicious message came from one of them.
Solution
SendPro acts as the central hub. Every authorised system gets its own source, with domain authorisation and SPF, DKIM and DMARC alignment managed in one place.
Result
One place to authorise senders and to help investigate spoofing or phishing reports involving your domains.
Use case
Complaint and audit evidence
Ombudsman complaints, internal audits and supervisory requests all ask the same question: what did you send, and when?
Problem
Teams spend days piecing together application logs and template history to answer a single evidence request.
Solution
Message history, the message archive and the audit log give compliance and support teams direct access to each message as sent, its delivery record, and who changed the template behind it.
Result
Evidence requests are answered in minutes rather than opened as an investigation.
5. What can you do with Spotler SendPro?
Spotler SendPro gives banks and insurers one controlled environment for sending, recording and governing regulated email and SMS, without replacing the systems that decide what to send.
SendPro enables financial institutions to:
- Send transactional email and SMS from policy, claims, banking and billing systems via API or SMTP
- Connect each sending system as a separate source, with its own credentials and reporting
- Manage templates centrally across brands, labels and languages
- Generate documents such as policy schedules and statements as PDF attachments at the moment of sending
- Retrieve any individual message with its delivery record and content as sent
- Route inbound replies and documents into claims and case systems
- Push real-time delivery events into your own systems with webhooks
- Record who changed what in the account with the audit log
6. What features does Spotler SendPro offer?
Sending and delivery (email and SMS)
- Send transactional email via API or SMTP relay, without re-architecting existing systems
- Send transactional SMS from the same API for alerts and one-time codes
- Multiple sending sources for policy administration, claims, core banking, billing, CRM and portal systems
- Managed deliverability, with SPF, DKIM and DMARC alignment per sender domain
Templates and message content
- Reusable templates for notices, confirmations and correspondence
- Template changes without an application release
- Dynamic attachments that generate PDFs, such as policy schedules and statements, at the moment of sending
- Samples to preview a template against real data before it reaches a customer
Explanation of templates
Templates in SendPro are built with HTML and the FreeMarker template engine. That makes it possible to generate personalised, data-driven content from your own systems, from a simple payment confirmation to a multi-page policy summary. FreeMarker supports:
- Personalisation based on customer, policy, account or claim data
- Conditional content, for example different wording per product, policy type or jurisdiction
- (Nested) loops for structures such as cover lines, transactions or instalment schedules
- Reuse of data from your own systems
SendPro can also reuse content from messages supplied by your source system. A legacy core banking or policy system can keep sending its existing message, while SendPro adds an approved header, footer, disclaimer or content block, without any change to the source system.
For less complex templates, the visual Quick editor lets users adjust text, images and variables without editing HTML or code.
In combination with flows, templates support multi-brand and multilingual scenarios. For a group with several labels, or a bank serving customers in more than one language, the correct content and structure is applied automatically per flow.
Flows and triggering
- Transactional flows per message type, such as renewal notices, claim updates or payment confirmations
- Messages triggered by system events such as a policy change, a payment or a login
- Per-flow choice of channel: email, SMS or both
- Event flows that act on what happens to a message, such as a hard bounce on a regulatory notice (Premium)
- Flow types to organise large numbers of flows by product, brand or department (Premium)
Evidence, records and access control
- Full event timeline per message: submitted, processed, delivered, deferred, bounced or rejected
- Message archive with the content as sent, available to view and resend
- Message history of 90 days on Basic, and up to three years on Premium and Enterprise
- Audit log of who changed templates, flows, domains and settings, and when (Premium)
- Roles and rights, so developers, support, compliance and administrators each see what their job needs (Premium; custom roles on Enterprise)
Reporting and insight
- Delivery and performance reporting per source, flow and message type
- Real-time status per message, so support colleagues can check a specific email themselves
- Checks and alerts that notify your team when something in the sending setup needs attention (Premium)
Connectivity and updates
- API and SMTP connectivity for straightforward system integration
- Webhooks for real-time delivery, bounce and engagement events in your own systems
- Inbound email processing to route replies and documents to the right system
- Sandbox environment for testing changes before they reach customers (Premium)
7. Security, compliance and SLA
For a bank or insurer, a messaging supplier is part of the ICT supply chain, and it gets reviewed like one. SendPro is built to make that review straightforward.
Data residency and certification
- Built and hosted in Europe, with message content, recipient data and event logs processed within the EU
- ISO 27001 certified and GDPR compliant
- FSQS-NL qualified: Spotler is assessed through the supplier screening system Dutch banks and insurers already use to vet vendors
- A Trust Center that names the sub-processors involved
Because processing stays within the EU, there’s no third-country transfer of message data to assess, which keeps Schrems II and CLOUD Act questions out of the vendor review.
Supporting DORA and other regulatory obligations
The Digital Operational Resilience Act (DORA) has applied across the EU since 17 January 2025. It expects financial entities to manage ICT third-party risk and to show how the services they depend on are governed. Replacing a patchwork of relays with one audited sending layer gives IT and risk teams a clearer view of the email and SMS supply chain, with documentation to match.
In the UK, the FCA’s Consumer Duty asks a related question from the customer’s side: can you show that communications reached customers and supported their understanding? Delivery data and archived messages help answer the first part of that question.
SendPro supports these obligations. It doesn’t confer compliance, which remains your institution’s responsibility.
Enterprise controls
For organisations whose email has to meet the security and network requirements of a corporate IT estate, the Enterprise plan adds:
- Required TLS on delivery, and business rules based on DNS lookups
- Virus scanning of inbound mail before it reaches claims or case systems
- Custom certificates for sending domains
- Source connection reporting, including IP address and TLS version
- An SPF proxy to keep authentication intact across sending arrangements
- Microsoft Exchange Online integration, with recipient lookups via LDAP or Entra ID
Service level agreement
An SLA (service level agreement) sets out the agreements on platform availability, performance and support. The standard SLA provides a stable foundation for transactional email and SMS, with consistent performance and monitoring. For institutions where availability is business-critical, a Premium SLA is available with additional support, including a 24/7 emergency line in the event of core feature outages.
Which plan fits a bank or insurer?
| Capability | Basic | Premium | Enterprise |
|---|---|---|---|
| SMTP, API, webhooks and inbound email | |||
| Message archive and resend | |||
| Dynamic attachments (PDF) | |||
| Message history | 90 days | Up to 3 years | Up to 3 years |
| Sending domains | 5 | Unlimited | Unlimited |
| Multiple sending sources | |||
| Audit log | |||
| Roles and rights | Custom roles | ||
| Event flows and flow types | |||
| Sandbox | |||
| Inbound virus scan and custom certificates | |||
| Required TLS, DNS business rules and SPF proxy | |||
| Microsoft Exchange and LDAP / Entra ID | |||
| Premium SLA | Optional | Optional | Optional |
Premium is where the features regulated teams rely on most come together: multiple sources, the audit log and three-year message history. Worth knowing: extended retention applies from the moment you move to Premium, not retrospectively, so it’s better to upgrade before you need the longer record than after.
Where SendPro’s role ends
SendPro is the delivery and logging layer for regulated email and SMS. It isn’t a fraud-detection engine, a payments or Verification of Payee system, an e-signature platform, or an eIDAS qualified electronic registered delivery service.
SendPro sends from managed, shared sending infrastructure, with deliverability handled by Spotler. It doesn’t offer dedicated IP addresses or IP warming.
8. Which systems does Spotler SendPro integrate with?
Spotler SendPro connects to the systems banks and insurers already run, so they can keep working the way they do today while sending through one governed platform.
Sending and connection methods
Connect applications directly to SendPro to trigger and send transactional messages.
- API: for direct connection with applications and platforms
- SMTP: for existing systems that already send email, usually a change of mail server settings
Real-time updates and inbound processing
Receive immediate feedback on sent messages, and route what comes back to the right place.
- Webhooks: for real-time delivery, bounce and engagement events
- Inbound email: for routing customer replies and submitted documents into claims and case systems
Financial systems commonly connected
Each of these connects as its own source, with its own credentials and reporting.
- Policy administration systems
- Claims and case management systems
- Core banking and payment platforms
- Billing and collections systems
- CRM systems and customer portals
- SaaS suppliers that send under your domains
Microsoft and Spotler platforms
- Microsoft Exchange Online: direct connection, delivery via your own Exchange environment, and directory lookups via LDAP or Entra ID (Enterprise)
- Spotler Mail+: connected as one authorised sender, so marketing keeps its own workflow while IT keeps control of the domains
9. What does Spotler SendPro deliver?
In banking and insurance, transactional messages are part of the customer contract. When they’re delivered reliably, recorded individually and governed centrally, institutions reduce regulatory and reputational risk, improve the customer experience, and spend less time reconstructing what happened.
Banks and insurers using Spotler SendPro typically achieve:
- Evidence on request: complaints and audit questions answered from a lookup, not an investigation
- One governed view of every system that sends on the organisation’s behalf
- Fewer customer service contacts about missing documents and confirmations
- Faster, more reliable delivery of security and fraud alerts
- Simpler supplier due diligence, with EU hosting, ISO 27001 and FSQS-NL already in place
- Consistent branding and wording across labels, languages and channels
For many financial institutions, Spotler SendPro becomes the central hub for regulated transactional communication: one controlled platform for sending, recording and governing the messages customers rely on.
10. Example scenarios
Scenario 1: Insurer with several labels
An insurer operates three labels, each with its own policy administration and claims systems. Every system is connected to SendPro as a separate source, and the labels share one template structure with brand-specific styling applied per flow. Renewal notices carry the policy schedule as a PDF generated at the moment of sending. Customer replies to claim emails are processed and routed to the claims system. When a policyholder disputes a renewal, the complaints team searches by policy number and exports the archived message with its delivery record.
Scenario 2: Retail bank with many sending systems
A bank works with a wide range of internal applications and SaaS suppliers that all send email under its domains. IT creates a source for every authorised system and centrally manages domain authorisation and SPF, DKIM, and DMARC alignment. Marketing keeps working in its own email platform, connected as one more authorised sender. Login codes and unusual-activity alerts go out by SMS and email from the same API. When a suspicious message is reported, Security checks SendPro to help establish whether it came from an authorised system.
Book a demo
Discover how Spotler SendPro can support regulated communication in your organisation. Explore the platform with a demo, or start a free 30-day trial to test delivery, templates and message logging.
Frequently asked questions
Can we prove that a specific notice or confirmation was delivered?
Yes. Every message has its own event timeline (submitted, processed, delivered, deferred, bounced or rejected) and the message archive keeps the content as it was sent. Compliance and support teams can answer an evidence question with a lookup, rather than reconstructing it from application logs and template history.
How long does SendPro keep message history?
Message history is kept for 90 days on Basic and up to three years on Premium and Enterprise. Extended retention applies from the moment you move to Premium, not retrospectively. If your record-keeping obligations run longer, you can also pass messages to your own archiving system.
Where is customer and policy data processed?
Spotler SendPro is built and hosted in Europe. Message content, recipient data and event logs are processed within the EU, so there is no third-country transfer of message data to assess under Schrems II.
Does SendPro make us DORA compliant?
No supplier can do that on your behalf. SendPro gives you one audited sending layer instead of a sprawl of relays and unmanaged SMTP connections, with centralised governance across sources, brands and entities. That supports the ICT third-party risk oversight DORA asks for; compliance itself remains your institution’s responsibility.
Is Spotler FSQS-NL qualified?
Yes. Spotler holds FSQS-NL qualification, the supplier screening system used by Dutch banks, insurers and other financial institutions to assess vendors on information security, business continuity, GDPR, anti-money-laundering and conduct risk, among other domains. If your organisation uses FSQS-NL, our qualification is already on file for your own review.
Can customer replies to claim emails be captured against the case?
Yes. Inbound replies and submitted documents are processed and routed into your claims or case system, so the record covers both directions of the correspondence. On Enterprise, inbound mail is scanned for viruses before it reaches the systems behind it.
Can we send SMS alerts alongside email?
Yes. Email and SMS are sent from the same API and account, so fraud alerts, login codes and payment notifications can use SMS for speed and email for a durable record, both within one audit trail. SendPro delivers the alerts your systems trigger; it doesn’t detect fraud itself.
Does SendPro offer dedicated IP addresses?
No. SendPro sends from managed, shared sending infrastructure, with deliverability monitored and handled by Spotler. Dedicated IPs and IP warming are not offered.
Can I try it first?
Yes. Spotler SendPro offers a free 30-day trial. Your technical team can set up the account, send test messages, and evaluate delivery and logging before going live. Premium also includes a sandbox for testing changes without reaching real customers.
How does Spotler SendPro pricing work?
Pricing depends on sending volume, the channels used (email and/or SMS), the plan and the SLA level. You can get started with Spotler SendPro from € 105 per month. Premium includes features such as multiple sources, the audit log, and three years of message history. You can also start a 30-day trial to assess whether SendPro fits your requirements.